About this role
Job summary
Position:Mental Health Text & Chat Handler- Mindline South West
Reporting to:Service Lead / Safeguarding Shift Supervisor
Contract:2years until 31stJuly2028
Salary: Weekday daytime - £13ph, Weekend - £18ph, Night - £18ph
Hoursrequired:30 hours per week (5 x6-hourshifts)
Location:Remote / Mind in Somerset
Holiday:23 Pro Rota Plus Bank holidays
Pension:Up to 9%(non-contractual)
The Mindline SW Text & Chat Handler is a frontline role within Mindline SW Text & Chat, a service led by Mind in Somerset and delivered in partnership with local Minds across the South West, who provide ongoing localised support and coordination within their communities via their dedicated Locality Navigator. The service provides immediate, text-based support to people experiencing emotional distress or difficulties with their mental health and wellbeing, operating 24/7 via SMS and webchat.
Working as part of a close-knit shift team, the Handler is often the first point of human contact for someone in need a role that carries real responsibility and requires both skill and compassion in equal measure.
Main duties of the job
Respond to incoming texts and manage prompt transition to webchat, providing immediate, non-judgemental empathetic support to people experiencing emotional distress Apply a structured triage process at first contact to assess urgency, distress, risk, and any safeguarding considerations Use evidence-based intervention techniques adapted for digital delivery, including grounding, emotional regulation, and de-escalation Maintain clear, compassionate communication throughout each interaction, adapting language, tone, pace, and message length to suit individual communication needs, maintaining a trauma-informed approach and remaining attuned to indicators of neurodivergent communication styles and responding accordingly Work sensitively with the platform's automatic language translation functionality to support non-English speaking texters, maintaining emotional nuance and clinical accuracy Develop safety plans collaboratively with texters, focusing on practical, self-led actions and coping strategies they can draw on after the interaction ends Provide support for 30-60 minutes within any 24-hour period, with flexibility within this time where safeguarding concerns or immediate risk requires extended engagement
Uphold the boundaries of the service with texters in a clear, compassionate, and consistent manner
About us
We are here to make sure anyone with a mental health problem has somewhere to turn for advice and support. Our core purpose is to provide services and support to anyone affected by mental illness, improving their quality of life and wellbeing.
Job description Job responsibilities
Working as part of a close-knit shift team, the Handler is often the first point of human contact for someone in need a role that carries real responsibility and requires both skill and compassion in equal measure. The service operates in conjunction with NHS 111 and local urgent mental health services, VCSE and community-based provision, crisis recovery and wellbeing pathways, and is underpinned by trauma-informed, person-centred values.
Person Specification
Personal Attribute Essential
Demonstrates empathy and a genuine commitment to supporting people experiencing mental health difficulties and emotional distress Strong personal resilience with insight into own limits and the ability to seek support when needed. Belief that people who experience mental health difficulties and emotional distress have the right to be treated with respect, have equal access to services and opportunities, and control over their care. Commitment to continuing personal development, including supervision, appraisal, and training.
Desirable
Confident use of IT systems and digital platforms, including clinical recording tools. Ability to manage a varied workload, prioritise effectively, and maintain focus during busy shifts.
Qualifications Essential
Degree or equivalent, or demonstrable experience in a relevant health, social care, or community-based role. Good standard of literacy and numeracy, demonstrated by GCSEs or equivalent.
Desirable
Experience of supporting people experiencing mental health difficulties, emotional distress, or a related area of need. Experience of working in a digital or remote support environment (e.g. telephone, webchat, online support). Understanding of safeguarding principles and escalation processes for adults and children. Familiarity with trauma-informed practice and/or person-centred approaches. Adherence to confidentiality and GDPR principles
Experience Essential
Experience of working within or alongside NHS or statutory mental health services. Knowledge of local mental health, VCSE, and community support services across the South West.
Desirable
Experience of working in a digital or remote support environment (e.g. telephone, webchat, online support). Understanding of safeguarding principles and escalation processes for adults and children. Familiarity with trauma-informed practice and/or person-centred approaches.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Mind in Somerset
Address 21 Canon Street
Taunton
Somerset
TA1 1SW
United Kingdom
Employer's website https://www.mindinsomerset.org.uk/ (Opens in a new tab)